Team Leader

Concentrix; KwaZulu-Natal; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading company in the customer service industry is seeking a Team Leader to supervise call center associates. This role involves coaching team members, ensuring performance metrics are met, and handling escalated issues. The ideal candidate will possess strong leadership and communication skills, with a focus on motivating the team to achieve goals. This position offers a dynamic work environment and opportunities for professional growth.

Qualifications

• Highly motivated individual with skills to develop and coach team members.
• Strong communication skills, both written and verbal.
• Must have technical support experience.

Responsibilities

• Supervise a group of call center associates and monitor attendance.
• Coach direct reports to achieve performance metrics weekly.
• Handle escalated customer calls and conduct team meetings.

Skills

Coaching

Communication

Motivation

Leadership

Technical Support

Job description

Job Title : Team Leader

Job Description : The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates.

This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability.

Essential Functions / Core Responsibilities

1. Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
2. Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
3. Identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
4. Ensure service delivered to our customers meets contractual Key Performance Indicators ('KPIs') and financial expectations.
5. Communicate expectations to employees and provide timely updates.
6. Provide subject matter expertise in handling escalated customer calls as needed.
7. Conduct team meetings to ensure expedient communication of relevant information and as an open forum for input.
8. Schedule and organize team activities.
9. Stay current on internal work processes, policies, and procedures.
10. Attend required manager development training.
11. Promote the Concentrix values through both behavior and attitude, including being an advocate for team members.

Candidate Profile

• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Work well under pressure and follow through on items to completion.
• Strong communication skills, both written and verbal.
• Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Ability to mentor, coach, and provide direction to a team of employees.
• Willingness to work a flexible schedule.
• Must have technical support experience.

Career Level Description

Receives assignments in task-oriented terms and supervises subordinates to set priorities and complete assignments.

Coordinates and supervises the daily activities of business or technical support or production team members.

In charge of handling single and medium-sized lines of business.

Decisions are guided by policies, procedures, and business plans; receives guidance and oversight from a manager.

Drives direct reports to achieve set metrics and business goals through coaching, mentoring, and providing regular feedback.

Typically does not spend more than 20% of time performing the work supervised.

Handles escalated issues.

Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic.

Location : ZAF Durban - 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge

Language Requirements : Time Type : Full time

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